Interacting with Charlie
1
Open the chat with Charlie and describe what you want to change
Open Charlie from the chat panel on the left side of the agent builder, then describe what you’d like to do in plain language. There are no commands or special wording to learn.
2
Review the proposed changes
Charlie shows you exactly what will change before anything goes live, so you stay in control.
3
Iterate or revert
Keep refining in the same conversation, or roll back to a previous checkpoint at any time.
Charlie’s edits always go through a review step, and you can revert to a previous checkpoint at any time. You stay in control of what reaches your live agent.
What Charlie can help with
Charlie understands plain language and goes well beyond prompt edits: call control, call outcomes, tools and integrations, analyzing past calls, and turning feedback into fixes. See the Charlie overview for everything it can do across your account.Try these prompts
- Create a call outcome
- Analyze recent calls
- Check prompt best practices
“Add a call outcome that analyzes the customer’s sentiment after each call. The output should be a score from 1 to 5.”
“Add a yes/no call outcome that captures whether the customer agreed to a follow-up meeting.”
“Add a call outcome that categorizes the lead as ‘interested’, ‘not interested’, or ‘needs more information’.”
Go deeper
Charlie Cookbook
Dive into advanced workflows, tips, and real-world examples for getting the most out of Charlie.
Next Steps
Working with Variables
Learn how to use variables so your agent can reference the right context and information during calls.